Share your feedback

At Charlotte Keel Medical Practice, we are committed to providing the best possible service for all our patients. However, we understand that sometimes things can go wrong, and you may feel the need to raise a concern or make a complaint. We aim to resolve any issues quickly and amicably.

How to Make a Complaint

If you wish to make a complaint, please put it in writing to the Practice Manager. You can:

• Drop your letter into the practice.
• Post it to:
  Charlotte Keel Medical Practice
  Seymour Road, Bristol, BS5 0UA

We will:

• Acknowledge your complaint within 48 hours.
• Aim to reply within 4–6 weeks. In some cases, depending on external factors, it may take longer.

If You Are Not Satisfied with Our Response

If you are unhappy with our resolution, you can contact the local NHS advocacy service:

• The Advocacy Service
  Email: info@theadvocacypeople.org.uk
  Phone: 0330 440 9000

Taking Your Complaint Further

If you are still dissatisfied, you can escalate your complaint to the Parliamentary and Health Service Ombudsman, an independent and free service that makes final decisions on unresolved NHS complaints in England:

• Visit: www.ombudsman.org.uk/make-a-complaint
• Call: 0345 015 4033

Need Help Writing a Complaint?

If you need support to write a complaint, the following organisations can help:

• The Advocacy People
  Email: info@theadvocacypeople.org.uk
  Phone: 0330 440 9000
  Text: PEOPLE to 80800

• POhWER
  A charity supporting people to be involved in decisions about their care.
  Phone: 0300 456 2370

• VoiceAbility
  Advocacy support for healthcare complaints.
  Phone: 0300 303 1660
  Online referral: VoiceAbility Referral Form

• Age UK
  Support for older people.
  Visit: www.ageuk.org.uk/services/in-your-area
  Phone: 0800 055 6112

• Social Services Support
  Contact your local social services for additional assistance.

We are here to listen and improve. Your feedback helps us grow and provide better care for all our patients.